SMR Learning & Development Specialist Location: Bescot, Walsall (Fully Office‑based)
Contract: Full-Time | Permanent | 40 Hours per week
Hours: Monday to Friday, working rotational shifts between 8am-6pm. While weekend cover is not currently required, the flexibility to support potential future weekend cover is expected where needed.
Business Unit: Service Maintenance & Repair (SMR)
Salary: Up to £32,000 DOE
Are you passionate about developing people, shaping capability, and driving exceptional customer experiences? We’re looking for an energetic and skilled Learning & Development Specialist to support our SMR Contact Centre teams and help raise performance across the business.
What You’ll Do
Designing, delivering, and evaluating engaging training programmes across SMR Contact Centre teams
Delivering Induction Training for all new colleagues
Completing QA assessments, providing constructive feedback and creating solutions to close knowledge gaps
Designing new learning interventions aligned to the SMR Business Plan, including process changes and campaign activity
Maintaining a comprehensive learning library
Promoting and supporting the adoption of knowledge management tools
Ensuring your own SMR product, service and industry knowledge remains up to date
Working closely with leaders and stakeholders to ensure a seamless learning experience
Creating ad‑hoc training solutions in response to business needs
Completing all associated administration and documentation accurately
Using data, complaints and feedback to identify opportunities for coaching and improvement
Acting as a role model for performance, behaviours and customer excellence
What You Need To Bring
Experience delivering or facilitating training, ideally in a contact centre environment
Experience designing and implementing training solutions
Strong coaching skills with the ability to give positive, constructive feedback
Excellent organisational skills and the ability to work to tight deadlines
Outstanding communication skills, written and verbal
Ability to influence and build strong stakeholder relationships
Resilience, patience and the ability to work in a fast‑paced environment
A track record of acting as a role model
Strong MS Office skills
Preferred: CIPD/TAPs qualification (or working towards)
What You’re Like
Has a positive, “can‑do” attitude
Understands how people learn and is passionate about helping others grow
Works well independently and as part of a team
Shows drive, initiative and a desire to make an impact
Demonstrates behaviours aligned to our RAC values: Handle it Together
Exceptional Service
Raise the Bar
Own It
Why this role matters As the face of SMR Learning & Development, you’ll shape the capability, confidence and performance of our people. Your work directly influences customer outcomes, colleague experience and the future success of the SMR business.
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